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Quality Analyst

Quality Analyst

Quampetence

1 - 5 years

0 Lacs

haryana

Posted:2 weeks ago| Platform: Shine logo

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Skills Required

bpo bpm chat process email process voice process monitoring feedback coaching root cause analysis report generation analytical skills communication skills quality analyst evaluating audits calibrations adherence to policies customer experience standards process improvements crm systems

Work Mode

On-site

Job Type

Full Time

Job Description

As a Quality Analyst in BPO/BPM (Chat, Email & Voice Process), your role involves monitoring and evaluating customer interactions to ensure quality and compliance. You will provide feedback and coaching to agents to enhance their performance. Conducting audits, calibrations, and root cause analysis (RCA) will be part of your responsibilities. It is crucial to ensure adherence to company policies and customer experience standards. Additionally, you will be responsible for generating reports and suggesting process improvements. Key Responsibilities: - Monitor & evaluate customer interactions for quality and compliance. - Provide feedback & coaching to improve agent performance. - Conduct audits, calibrations, and root cause analysis (RCA). - Ensure adherence to company policies & customer experience standards. - Generate reports & suggest process improvements. Qualifications Required: - 1-2 years of QA experience in a BPO/BPM environment. - Strong analytical, communication & feedback skills. - Familiarity with quality monitoring tools & CRM systems. - Bachelor's degree preferred.,

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Quality Analyst